Voice of the Customer Analyst

Job description

Description

About us

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG ® , you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there’s countless opportunities at your fingertips.

We're growing. Grow with us.

The Voice of the Customer team is responsible for driving revenue and improving the customer experience through the surfacing of insights from a variety of audio and textual sources. We provide analytical support by developing quantitative measurements for unstructured data.  We use those measurements to create actionable meaning and deliver strategic insights that drive revenue, improve the customer experience, and increase internal efficiency. 

Another key responsibility for our team is creating, curating and managing high-quality, relevant content for the Virtual Assistant.  This includes developing, deploying and managing Virtual Assistant content for both brand-specific and multi-brand audiences across digital channels, ensuring a seamless experience to increase guest engagement and VA containment. 

Your day to day

The VoC Analyst position exists for us to keep our finger on the pulse of guest wants, needs, and behaviors, as well as internal processes and performance.  The VoC Analyst’s key deliverables are:

·  Providing answers to pressing business questions
·  Ensuring stakeholders are engaged with speech and text analytics in a way that adds value
·  Optimizing the Virtual Assistant content, and socializing the content strategy value story

The VoC Analyst must be business and tech savvy; they must be capable of translating business problems into research questions, and then -- once they have successfully answered questions via the appropriate research approach -- presenting not only data results but also very solid consultant-type recommendations for action. Therefore, a wide range of analytical and practical critical thinking and decision-making skills -- along with solid demonstration of "people" skills -- are mandatory for this role.

Essential Duties and Responsibilities – (Key Activities)

·  Work with key stakeholders to identify and prioritize business insight needs
·  Thoroughly investigate ways in which business questions can be answered
·  Create powerful presentations for stakeholders to report findings, make recommendations, and drive business improvement
·  Work with stakeholders to develop and launch new content and functionality, and measure results for continuous improvement
·  Develop into a subject matter expert in one or more areas of analytics/content management
·  Cross-train others on the team for optimal business support and continuity
·  Provide input into content management systems and content maintenance
·  System administration for one or more platforms
·  Direct the dissemination of collected data in a manner that facilitates appropriate decision making for stakeholders
·  Provide support to stakeholders to assist with leveraging analytics tools in new and innovative ways
What we need from you

Education –

Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.  

Experience –

One to three years’ experience with IHG Reservations & Customer Care operational or functional teams, or IHG web or mobile teams. 

Skills and Knowledge –

·  Demonstrated understanding of the organization’s business systems and processes
·  Demonstrated analytical skills
·  Demonstrated effective storytelling with data, to communicate actionable business insights to stakeholders
·  Excellent communication skills, both oral and written
·  Ability to work in a fast-paced, dynamic environment with frequently-changing priorities
·  Possess drive to work through issues, seek team support and escalate issues as appropriate
·  Strong organizational and multi-tasking skills
·  Strong problem-solving and root-cause analysis skills
·  Ability to work well both independently and as part of a global team with differing regions
·  Self-motivated to learn, develop, and deliver results

Specialized Technical skills –

·  Proficiency in developing queries to categorize unstructured data—preference for experience with speech/text analytics and knowledge management platforms
·  Reservations & Customer Care Applications
·  Proficiency with MS Word, Excel and PowerPoint  
·  Internet/Intranet – Agent-facing and guest self-service
·  HTML coding related to content updates
What we offer

We’ll reward all your hard work with a great salary and benefits – including great hotel room discounts and superb training.

Join us and you’ll become part of the global IHG ® family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

IHG ® is an equal opportunity employer. Minorities/Females/Disabled/Veterans